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Design · Beginner · Blended

Service Design for Digital Touchpoints

Blend service design methods with desk realities: journey maps, microcopy for self-service, and measurement of deflection without hiding contact options.

₩980,000 · 5 weeks

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Cover for Service Design for Digital Touchpoints course

What is included

  • Journey mapping with desk metrics
  • Microcopy labs for portals and chat
  • Channel strategy comparisons
  • Usability testing with synthetic users
  • Service blueprint for escalation paths
  • Accessibility in self-service flows

Outcomes

  1. Present a journey map with three measurable improvements
  2. Rewrite a self-service flow with A/B rationale
  3. Facilitate a critique session on portal copy
Portrait of Hana Fitzgerald

Hana Fitzgerald

Design mentor specializing in B2B support experiences.

Reviews

Microcopy lab on password reset reduced repeat tickets in our pilot — modest but real shift.

Priya · CX lead

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